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Call Centres in the UK: Market Research Report

Market Research • Market Size • Industry Statistics • Industry Analysis • Industry Trends

Call Centres Market Research Report | SIC N82.200 | Apr 2017

Dialling down: Revenue growth is expected to slow in the face of an uncertain economic environment

IBISWorld’s Call Centres market research report can be used to help you: understand market size and growth potential; major companies; draft business plans and pitch books; and conduct benchmarking and SWOT analysis. Our industry analysis highlights macro industry trends in the overall sector and micro trends faced by companies that do business in the industry. The industry report also provides key industry statistics and 5-year forecasts to anticipate future industry prospects so you can decide with confidence.

Report Snapshot
Market Share of Companies
Capita Customer Management Ltd Capita Customer Management Ltd market share
Industry Statistics & Market Size
Annual Growth 12-17
Annual Growth 17-22
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Industry Analysis & Industry Trends

Revenue has increased over the past five years as the industry has recovered from the effects of the global financial crisis, which caused industry revenue to contract over the three years through 2010-11. However, business confidence has grown for much of the five-year period through 2016-17, driving demand for the industry's services as firms were more willing to spend money on telemarketing services and external customer service solutions. Despite this, the industry has also faced strong competition from offshore call centres, which is expected to have limited revenue growth to some extent. This, in addition to rising regulatory requirements, is anticipated to contribute to falling profit margins over the period. Industry revenue is forecast to rise at a compound annual rate of 1.7%... purchase to read more

Industry Report - Industry Analysis Chapter

The Call Centres industry has grown significantly over the past five years, in line with the UK’s strong recovery from the global financial crisis. During this time, businesses sought to cut costs by reducing their expenditure on promotional activity, such as telemarketing. The industry is highly competitive, and competition has from low-cost offshore call centres has increased in recent years, which hampered the industry’s performance in the latter years of the five-year period through 2016-17. One key development in the industry is that call centres no longer exclusively handle phone calls. Advances in technology have enabled players to expand the range of services they provide, which has helped to maintain revenue growth over the period. Web.. purchase to read more


Industry ProductsRelated ReportsTable of Contents

What is the Call Centres Industry?

Call centres provide in- and outbound telecommunication services to improve client relations, provide technical assistance, market goods or conduct opinion polls. The industry only includes outsourced work.

Industry Products
Customer careTechnical assistanceCustomer acquisitionChasing arrears
Industry Activities
Answering calls and relaying messagesProviding technical assistanceHandling complaintsConducting telemarketingVerifying addressesPlacing orders

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